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HP Recommended
Envy 15
Microsoft Windows 7 (64-bit)
I have a HP ENVY 15 Notebook PC (LW897AV), running Windows 7 Home Premium 64-bit Service Pack 1, originally purchased in June 2012.
 
I generally use this notebook at my home office, and have a wireless mouse at my desk for day-to-day activities.  But when not at my desk, I like to use the touchpad rather than bring the mouse with me.  About a week ago I went to do just that, but found the touchpad unresponsive.  I clicked on the synaptics (?...I think this is what it was, see below comments) icon in the bottom right tray to bring up its control panel.  It showed the touchpad as enabled, and I tried to toggle back and forth but no change occurred.  I tried various other minor things with no response either, then had to go so stopped messing around.
 
Today I came back to try and fix this again.  When I went to find the synaptics (?) button to try that route again, it was no where to be found.  I can't find it under any menus/headings, or via a search.  So either I am remembering the name completely wrong, or it is gone.  Needless to say the touchpad still is not responding. 
 
I did try to do a "restore", and chose a point in late December since I am 100% sure it was functional then.  The other restore point was in late January, and I can't say for certain exactly when this started since I default to the mouse when at my desk....but I think it only started 1-2 weeks ago.  This did not solve the issue either....still no response from the touchpad, and no synaptics icon/etc to be found anywhere.
 
So any assistance you can provide would be greatly appreciated.  And if there any anything further I can answer from my end, I'll do my best.  Thanks in advance!
 
3 REPLIES 3
HP Recommended

Hi @JonathanP,

 

Thank you for showing your interest in the HP Forums, I’d like to help 🙂

 

As I understand the touchpad quits working, Don't worry I have a few suggestions to help you out 🙂

 

First, restart the computer and tap on F10 during restart, once on BIOS screen, move the mouse cursor around to check if it works normally,

 

If it does, it would confirm a software issue and you follow the below steps if it doesn't work on its a hardware failure and I would suggest a touchpad replacement.

 

I recommend you to uninstall any generic synaptic drivers showing up for the touchpad (if available) under hidden devices from the device manager:

* Click Start, point to All Programs, point to Accessories, and then click Command Prompt.

* At a command prompt, type the following command, and then press ENTER: set devmgr_show_nonpresent_devices=1

 

* Type the following command a command prompt, and then press ENTER: start devmgmt.msc

 

* Troubleshoot the devices and drivers in Device Manager. NOTE: Click Show hidden devices on the View menu in Device Manager before you can see devices that are not connected to the computer.

* When you finish troubleshooting, close Device Manager.

* Type exit at the command prompt.

 

Note that when you close the command prompt window, Window clears the devmgr_show_nonpresent_devices=1 variable that you set in step 2 and prevents ghosted devices from being displayed when you click Show hidden devices.

 

And then download a new version of the synaptic drivers using this link: Click here

 

HP Notebook PCs - Using and Configuring the TouchPad (Windows 7 and Vista) - Click here

 

I also need a few details to provide further assistance (if need be):

 

When was the time it worked (date)?

Did you install the updates from the official hp website?

 

If you are able to reach some resolution, please click on Accept Solution to help others with similar issues.

If you appreciate my assistance, please click on the thumbs up icon.

Both icons are below this post.

 

Have a good day, Ahead.

 

Regards,

Jeet_Singh
I am an HP Employee

HP Recommended

Thank you for the suggestions.  Sadly to say, nothing has worked and actually caused more issues.

 

I've been on the BIOS screen before, and the touchpad/mouse cursor has never worked there.  I've always had to use the arrows/tab to move around, and that was the case this time around as well.  So I don't think that points towards hardware or software.  My suspicion is still software/driver based on what all has happened and prior issues with this computer.

 

Trying the various steps, the audio stopped working....no sound coming out of the speakers.  Luckily (?) this has happened several times over the past few years (see my other posts).  I went through the procedures that worked to fix this in the past, and they worked again, so the audio is back to normal.

 

However, nothing I did fixed the touchpad.  Several different drivers including those listed were tried, all with no success.  So it looks like I am stuck using the external mouse 100% of the time now.  Frustrating. 

HP Recommended

@JonathanP

It looks like you were interacting with @Jeet_singh, but he's out for the day 

And I'll be glad to help you out.

 

The Riddle_Decipher is at your service,

And I've reviewed your case, it looks like the only other step you could perform apart from updating the touchpad drivers from HP's website,

is to do a BIOS update from the same HP website, if you haven't done this one before: Click here for the details.

 

If the issue persists after the above-mentioned updates, you could contact HP to set up a hardware service to replace the touchpad, although, if you are convinced this isn't a hardware issue as you've mentioned before, please perform a full system recovery using this article ( http://hp.care/2lV5FdD ) and then, contact HP if the issue persists as the OS reinstallation will eliminate any software issues that may exist.

 

Keep me posted,

If the information I've provided was helpful, 

Give us some reinforcement by clicking the solution and kudos buttons, 

That'll help us and others see that we've got the answers!

Good Luck.

 

 

 

Riddle_Decipher
I am an HP Employee


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